How to Configure an Escalation Procedure – Nobi

This guide will explain what an escalation procedure is and how to set it up.

5 min task

What

When a fall occurs or the call button has been pressed, help is required quickly. Nobi achieves this by contacting the right people through the right channels. This is done through what we call an escalation procedure.

Nobi sends alerts through four different channels: a nurse call system, by calling and sending a text message, in-app notification, or via email. You can set up different escalation procedures on different levels within the organization. At the site / community level, department level, and at the housing unit level.

Why

Without an escalation procedure, Nobi cannot alert you of a fall. It is important that you configure the escalation procedure in such a way that each resident can be assisted as fast as possible in case of a fall. Each situation is different, therefore flexibility is possible. In order to be able to offer help as quickly as possible, specific care providers can be allocated via specific channels.

Setting up an escalation procedure

To set up an escalation procedure, you need to choose the appropriate channel(s) to get notified of a fall. Different channels have different urgency levels and also communicate differently:

Channel	Urgency	Communication	Recommended
Call / text message	actionable	One by one in order	Mandatory
Email	informative	all at once	Optional
In-app notification	informative	all at once	Optional
Nurse call system	actionable	depending on system	Optional

Since the configuration of the nurse call system is handled within its own system, we won’t go into further detail about this option here. Even if you only work with a nurse call system, we recommend always adding at least one phone number. This way, Nobi will call this number if the connection with the nurse call system is down.

To effectively respond to each resident’s fall, you can set the escalation procedure at three levels. The three levels, from the highest priority to the lowest are: site / community, department, and housing unit. While you can set up multiple procedures, Nobi always uses the escalation procedure set at the lowest level. For instance, if you have a general procedure for a department but create a unique one for a housing unit, the housing unit procedure will be used for escalations in this specific housing unit, overriding the department procedure.

Setting up an escalation procedure: use case

Detailed steps

Go to Site / Community in the left menu.
Choose the escalation procedure tab.
To add a phone number, select phone number, click +add.
Add a number manually or choose a user from the list below and click Done.
To add an email address, select Email as a channel click +add.
Either fill in a name and an email address manually or choose a user from the list below and click Done.
To add an in-app notification, select App notification as a channel, click +add.
Choose the user who will receive the notifications. Please note that this user needs to have notifications enabled on their mobile device and be logged in in order to receive push notifications. When you're finished click Done.

You have now created an escalation procedure on the site / community level.

Still have questions? Contact Nobi Support.